CN109784938A - Change complaining method and device on line - Google Patents
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- CN109784938A CN109784938A CN201811520768.6A CN201811520768A CN109784938A CN 109784938 A CN109784938 A CN 109784938A CN 201811520768 A CN201811520768 A CN 201811520768A CN 109784938 A CN109784938 A CN 109784938A
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Abstract
This application discloses change complaining method, device, equipment and storage medium on a kind of line.This method comprises: receiving the complaint request that user terminal is sent, the corresponding waybill of the identity information of the user terminal, identity information and the corresponding operation history of identity information are identified according to the complaint request；Information to be feedback is determined according to the identity information, the corresponding waybill of identity information；The information to be feedback is adjusted according to the corresponding operation history of the identity information；The feedback information adjusted is sent to the complainant of user terminal.The technical program is just screened and is filtered before task is initiated, improve the experience of user according to the Real-time Feedbacks application result such as the state and client identity of waybill, operation history.
Description
Technical field
The present invention relates to express mail and logistics fields, and in particular to changes complaining method and device on a kind of line.
Background technique
With the continuous development of e-commerce, places an order and look into Express Logistics industry to change on the line of part function and to company be
Very big benefit is all brought to entire industry, not only increases working efficiency, also facilitates collecting and analyzing for data, while
Improve customer experience.But the communication under line is still depended greatly in link pre-sales and after sale, changes degree on line
It is limited, there is very big development space.Customer surveys are the results show that the usage experience of wechat public platform is integrally lower than artificial visitor
It takes, main reason is that the information in wechat Self-Service is not transparent enough, feedback is not prompt enough, interaction is not convenient enough.
Change on line at present and targetedly user behavior is not analyzed in customer service, traditional business model is only set
It is selected for user, without the efficiency of Upgrade Problem processing, does not integrate and analyze associated user's historical data.
In conclusion changing the movement that customer service function is a two-win on increase line, it would be highly desirable to promote and solve.
Summary of the invention
In view of drawbacks described above in the prior art or deficiency, be intended to provide on a kind of line change complaining method and device come it is perfect
Change complaint business and process timeliness on line.
In a first aspect, the present invention, which provides, changes complaining method on a kind of line, this method comprises:
The complaint request that user terminal is sent is received, identity information, the body of the user terminal are identified according to the complaint request
The corresponding waybill of part information and the corresponding operation history of identity information；
Information to be feedback is determined according to the identity information, the corresponding waybill of identity information；
The information to be feedback is adjusted according to the corresponding operation history of the identity information；
The feedback information adjusted is sent to the complainant of user terminal.
Optionally, the complaint request, including below one or more:
Part complaint request is urged, part complaint request is looked for, express mail damage complaint request, does not receive express mail complaint request, Claims Resolution throwing
Appeal asks, complaint request of making out an invoice, attitude complaint request, charge complaint problem.
Optionally, before receiving the complaint request that user terminal is sent, further includes:
The operation history of the user terminal is identified according to the identity information；
Operation history according to the user end determines the complaint problem label of preset quantity；
By the complaint problem tag feedback of the preset quantity to user terminal.
Optionally, the operation history according to the user end determines the complaint problem label of preset quantity, comprising:
It determines operation history and complains the degree of correlation of problem label；
Choose the complaint problem label with the highest preset quantity of the operation history degree of correlation of the user terminal.
Optionally, if the complaint request is Claims Resolution, user credit information and Claims Resolution information are obtained, according to the user
Credit information and Claims Resolution information determine and compensate process.
It is optionally, described to determine according to user credit information and Claims Resolution information and compensate process, comprising:
Verify whether the corresponding waybill of the identity information meets Claims Resolution condition, if so, sending to Logistic Unit
The Claims Resolution task of the identity information；
The Claims Resolution processing progress that Logistic Unit corresponds to the Claims Resolution task is received, the Claims Resolution processing progress is determined as
Feedback information.
According to another aspect of the present invention, it provides and changes complaining method on another line, comprising:
Complaint request is sent, the complaint request includes the identity information of user terminal；
Receive according to the complaint request determine feedback information, wherein the feedback information be by the identity information,
Information to be feedback determined by the corresponding waybill of identity information, really via institute after the corresponding operation history adjustment of identity information
Fixed feedback information.
Optionally, before sending complaint request, further includes:
The complaint problem label of preset quantity is received, the complaint problem label of the preset quantity is by corresponding user's
The operation history of identity information is determined.
Optionally, the operation history institute of complaint problem label user terminal as corresponding to logging request of preset quantity is true
It is fixed, comprising:
It determines operation history and complains the degree of correlation of problem label；
Choose the complaint problem with the highest preset quantity of the operation history degree of correlation of user terminal corresponding to logging request
Label.
Optionally, if the complaint request is Claims Resolution, Claims Resolution processing progress is received, the Claims Resolution processing progress is logistics
Unit corresponds to the Claims Resolution processing progress of Claims Resolution task；The Claims Resolution task is to be according to the credit information and Claims Resolution information of user
The no Claims Resolution condition that meets is determined.
According to another aspect of the present invention, it provides to change on a kind of line and complains device, comprising:
Recognition unit identifies the use according to the complaint request for configuring the complaint request for receiving user terminal and sending
The corresponding waybill of identity information, identity information and the corresponding operation history of identity information at family end；
Determination unit determines letter to be feedback according to the identity information, the corresponding waybill of identity information for configuring
Breath；
Adjustment unit adjusts the information to be feedback according to the corresponding operation history of the identity information for configuring
It is whole；
Feedback unit, for configuring the complainant that the feedback information adjusted is sent to user terminal.
Optionally, further includes:
Operation history recognition unit, for the operation history according to the subscriber identity information；
Problem tag determination unit determines the complaint problem of preset quantity for operation history according to the user end
Label；
Problem tag feedback unit, for by the complaint problem tag feedback of the preset quantity to user terminal.
Optionally, described problem tag determination unit, comprising:
Degree of correlation determination unit, for determining operation history and complaining the degree of correlation of problem label；
Problem label selection unit, for choosing and the highest preset quantity of the operation history degree of correlation of the user terminal
Complaint problem label.
According to another aspect of the present invention, it provides to change on a kind of line and complains device, comprising:
Complaint request transmission unit, for sending complaint request, the complaint request includes the identity information of user terminal；
Feedback information receiving unit, for receiving the feedback information determined according to the complaint request, wherein the feedback
Information is the information to be feedback determined by the identity information, the corresponding waybill of identity information, via identity information pair
Identified feedback information after the operation history adjustment answered.
Optionally, further includes:
Problem label receiving module, for receiving the complaint problem label of preset quantity, the complaint of the preset quantity is asked
The operation history of topic label user terminal as corresponding to logging request is determined.
Compared with prior art, the present invention has the following beneficial effects:
1. the present invention utilizes the language of client, the most common Question Classification label is redefined, changes on 8 kinds of lines and complains industry
Business, can faster be accurately positioned problem with head of a secret society client.
2. in office according to the Real-time Feedbacks application result such as the state of associated waybill and client identity, operation history
Business is just screened and is filtered before initiating, and the experience of user is improved.
3. personalized showing interface is complained in work order in conjunction with the state and client identity of associated waybill from history
Sum up the problem of client's First consultation may ask.
4. rapidly conveying demand labeling, the instructionization of client to dependent instruction.
5. disposably solving the problems, such as multiple, if multiple problems occurs in an express delivery, client can disposably propose to throw
It tells application, can handle simultaneously.
Detailed description of the invention
By reading a detailed description of non-restrictive embodiments in the light of the attached drawings below, the application's is other
Feature, objects and advantages will become more apparent upon:
Change the flow diagram of complaining method on a kind of line that Fig. 1 provides for the embodiment of the present invention；
Change another flow diagram of complaining method on a kind of line that Fig. 2 provides for the embodiment of the present invention；
Fig. 3 provides the flow diagram of complaint problem label for the embodiment of the present invention；
Change the flow diagram of complaining method on a kind of line that Fig. 4 provides for another embodiment of the present invention；
Fig. 5 is another flow diagram for changing complaining method on a kind of line of another embodiment of the present invention；
Fig. 6 is the flow diagram that another embodiment of the present invention complains problem label；
Change the structural block diagram for complaining device on a kind of line that Fig. 7 provides for the embodiment of the present invention；
The structural block diagram of the problem of Fig. 8 provides for the embodiment of the present invention tag determination unit；
Change the structural block diagram for complaining device on a kind of line that Fig. 9 provides for another embodiment of the present invention.
Specific embodiment
The application is described in further detail with reference to the accompanying drawings and examples.It is understood that this place is retouched
The specific embodiment stated is used only for explaining related invention, rather than the restriction to the invention.It also should be noted that in order to
Convenient for description, part relevant to invention is illustrated only in attached drawing.
It should be noted that in the absence of conflict, the features in the embodiments and the embodiments of the present application can phase
Mutually combination.The application is described in detail below with reference to the accompanying drawings and in conjunction with the embodiments.
Embodiment one
In a first aspect, referring to FIG. 1, the process for showing change complaining method on a kind of line provided by the embodiments of the present application is shown
It is intended to.This method can be executed in server side.
Include the following steps: as shown in Figure 1, changing complaining method on the line
In step S1, the complaint request that user terminal is sent is received, identifies that the identity of the user terminal is believed according to complaint request
Breath, the corresponding waybill of identity information and the corresponding operation history of identity information.
Specifically, logistics service device side can receive the complaint request of the complainant of client in the embodiment of the present application,
Middle complaint request may include: to urge part complaint request, look for part complaint request, express mail damage complaint request, do not receive express mail complaint
Request, Claims Resolution complaint request etc..The application is not defined the information for including in complaint request, can root in practical application
It is adjusted according to concrete condition.
Further, it identifies the user terminal identity information in above-mentioned complaint request, such as can be name, age, gender
Etc. express waybill information corresponding to message and identity information.Wherein waybill may include: that Air Way Bill No., waybill start
The contents such as time, waybill E.T.A, the real-time routing iinformation of waybill, waybill title.At the same time, also available body
The corresponding historical operation of part information, than the complaint operation that Express Logistics business as in the previous is initiated, every kind is complained corresponding history
Information.
In step S2, information to be feedback is determined according to identity information, the corresponding waybill of identity information.
Specifically, line server for user terminal complainant in the recent period completed express waybill information transaction carry out
Identification, the waybill that these express deliveries are traded carry out input waybill transaction risk, obtain credit grade, are corresponding subsequent throwing
Tell that the Claims Resolution complaint in application is oriented to.Corresponding feedback information can also be obtained according to identity information, wherein feedback information can
Think and lose the corresponding feedback informations of claims such as part, few part/Short Item, complaint request of making out an invoice, than such as whether lacking express delivery, being
No express delivery is opened wrong or whether invoice is lost in losing, making out an invoice with the presence or absence of invoice.
Further, wherein express waybill transaction may include: the object of transaction, the environment of transaction, express waybill transaction
The amount of money and express waybill transaction time etc..
In step S3, feedback information is treated according to the corresponding operation history of identity information and is adjusted.
Specifically, obtaining the corresponding operation history of identity information, visitor can be summed up from the data that history complains work order
The problem of family First consultation may ask, and the answer provided is shown in advance on the application page, keep information more transparent,
It is also desirable that that client can be helped to solve the problems, such as in advance here is a part of simultaneously, so that demand labeling, the instructionization of user.Root
It complains and records according to history, sum up common problem scene, be made into label display and selected to client, for client, on the one hand saved
The worry of client's typewriting, on the other hand also facilitates customer service orientation problem responsible party, dependent instruction is rapidly conveyed, according to operation
History is treated feedback information and is adjusted.
In step S4, feedback information adjusted is sent to the complainant of user terminal.
Specifically, express mail transit information includes: at express mail in the embodiment of the present application for example, if express delivery delay is complained
In transportational process, optimal transfer scheme is provided so that staff has been delayed express mail according to part task is urged；If express mail has arrived
Destination agency, so that staff is according to urging part task preferentially to send processing with charge free to being delayed express mail and do.
Optionally, complaint request, including below one or more:
Part complaint request is urged, part complaint request is looked for, express mail damage complaint request, does not receive express mail complaint request, Claims Resolution throwing
Appeal asks, complaint request of making out an invoice, attitude complaint request, charge complaint problem.
Specifically, server side OMS system shows " having signed for " state, can be complained, otherwise in express delivery delay complaint
Directly transfer " urge and the sending " interface for looking into express delivery progress details page.It is non-sign in person in the case of, server side OMS system is shown
" having signed for " state, can be complained, and otherwise can not initiate to complain.During few part/Short Item is complained, the judgement of server side OMS system
Waybill state whether be " in sending with charge free " or " having signed for " state (whether having done export operation), if can initiate to complain, otherwise
It cannot complain.Part complaint request is wherein looked for, is exactly the request initiated when not receiving express mail.
Optionally, such as Fig. 2, method is before receiving the complaint request that user terminal is sent, further includes:
Step S11 identifies the operation history of the user terminal according to the identity information；
Step S12 determines the complaint problem label of preset quantity according to the operation history of user terminal；
Step S13, by the complaint problem tag feedback of preset quantity to user terminal.
Specifically, checking whether to meet complaint application, the complaint for initiating classification mistake is prevented, with regard to carrying out before work order is initiated
Screening, rather than wait work orders initiate after again asynchronously return " accepting failure " as a result, promoted client's usage experience while,
Reduce the workload that customer service handles wrong work order.
Further, server can also according to the operation history of user terminal complainant, the problem of determining preset quantity mark
Label, this preset quantity can be 5,10 or 15, not do specific limitation herein.Filter out the label of the complaint problem in range
The complainant of user terminal is fed back to for its selection, greatly strengthens the Experience Degree of user terminal.
Optionally, the complaint problem label of preset quantity is determined according to the operation history of user terminal such as Fig. 3, comprising:
Step S131 determines operation history and complains the degree of correlation of problem label；
Step S132 chooses the complaint problem label with the highest preset quantity of the operation history degree of correlation of user terminal.
Specifically, server can also be first according to the pass for complaining problem label in certain rule setting user's operation history
Connection degree is ranked up according to the height of correlation, will be in the complaint of the highest preset quantity of the operation history degree of correlation of user terminal
Problem carries out labeling.Under normal conditions, server will record the relevant information of express waybill record, in order to which the later period is counted
According to maintenance.In addition, server can trade to each waybill and assess for the ease of the progress for complaint business of settling a claim, letter is generated
With mark.
Optionally, change complaining method on the line further include:
If complaint request is Claims Resolution, user credit information and Claims Resolution information are obtained, according to user credit information and Claims Resolution
Information, which determines, compensates process.
It is pressed specifically, server side receives the Claims Resolution application that Claims Resolution user's end subscriber is sent according to the proof information of offer
According to preset Claims Resolution decision rule, Claims Resolution situation is judged whether there is, in the case where judging express company side for responsible party, then
Judge whether the credit rating of user terminal reaches the full-automatic quick Claims Resolution condition changed on line, realize full-automatic express delivery Claims Resolution,
Improve customer experience.
Optionally, it is determined according to the Claims Resolution information of user and compensates process, comprising:
Whether the corresponding waybill of verifying identity information meets Claims Resolution condition, if so, sending identity to Logistic Unit
The Claims Resolution task of information；
The Claims Resolution processing progress that Logistic Unit corresponds to Claims Resolution task is received, Claims Resolution processing progress is determined as feedback letter
Breath.
Specifically, Claims Resolution process include: have been filed on, etc. pending payments, successful payment, scheme confirm this four step, wherein scheme
Confirmation is divided into two kinds of situations again: in the case that the first is unsolved Claims Resolution task, then server can follow up again；Second
For solved/the clear condition of time-out under, then carry out service evaluation, Claims Resolution process as feedback information be finally sent to user terminal.
Optionally, change complaining method on line, comprising:
Waybill includes at least one of the Air Way Bill No. of express delivery, identification code；
And/or
Logistic Unit includes the physical distribution terminal for receiving complaint task, and physical distribution terminal includes transit terminal, destination battalion
Industry point terminal and send terminal with charge free, transit terminal includes several transit terminals.
Optionally, change complaining method on line, further includes:
It detects on line after complaint request, sends complaint request and corresponding identity information on line to complaint device.
Optionally, change complaining method on line, further includes:
Receive the complaint handling progress for complaining device to send；
And/or
The corresponding waybill of identity information that reception device is sent.
Embodiment two
On the other hand, the flow diagram for changing complaining method on a kind of line provided by the embodiments of the present application is shown.The party
Method can be executed in user side.
Change complaining method such as Fig. 4, on line to include the following steps:
Step S5 sends complaint request, and complaint request includes the identity information of user terminal；
Step S6 receives the feedback information determined according to complaint request, and wherein feedback information is to be believed by identity information, identity
Information to be feedback determined by corresponding waybill is ceased, via identified anti-after the corresponding operation history adjustment of identity information
Feedforward information.
It has initiated specifically, complaint request transmitted by user terminal is used only as notice line server user terminal for wait locate
The complaint for managing express waybill business includes the identification to the complaint application in complaining application, without including complaining application
The relevant information of business is complained to requisition express.
Therefore, when receiving complaint application from user terminal, line server needs to complain industry from express delivery to be processed
The historical information of user's waybill operation is identified in business, and then the recommendation column that may indicate that complaint business are sent to user terminal
Table, so that user terminal selects complaint business from recommendation list accordingly.In addition, user terminal can be on the basis of recommendation list
The waybill transaction before the user is supplemented, line server is supplied to.
Optionally, such as Fig. 5, before sending complaint request, further includes:
Step S7 receives the complaint problem label of preset quantity, and the complaint problem label of the preset quantity is by corresponding
The operation history of subscriber identity information determined.
Specifically, receiving the complaint problem label of preset quantity, the client of user terminal can be according to the complaint problem mark
The type of label is selected, this substantially reduces the time of inquiry business, when recording more in the operation history before user,
Transaction credit degree is better, then the process that the Claims Resolution complaint business in complaint problem carries out is simpler, and speed is faster.
Optionally, such as Fig. 6, the operation history of complaint problem label user terminal as corresponding to logging request of preset quantity
It determines, comprising:
Step S71 determines operation history and complains the degree of correlation of problem label；
Step S72 chooses and the highest preset quantity of the operation history degree of correlation of user terminal corresponding to logging request
Complaint problem label.
Optionally, change complaining method on line, further includes:
If complaint request is Claims Resolution, Claims Resolution processing progress is received, Claims Resolution processing progress is that Logistic Unit corresponds to Claims Resolution
The Claims Resolution processing progress of task；Claims Resolution task is true whether to meet Claims Resolution condition institute according to the credit information of user and Claims Resolution information
It is fixed.
Optionally, change complaining method on line, further includes:
The waybill includes at least one of the Air Way Bill No. of express delivery, identification code；
And/or
The Logistic Unit includes the physical distribution terminal for receiving complaint task, the physical distribution terminal include transit terminal,
Destination agency terminal and send terminal with charge free, the transit terminal includes several transit terminals.
On the other hand, the embodiment of the invention provides changing to complain device on a kind of line, as shown in fig. 7, the device includes:
Recognition unit identifies the body of user terminal according to complaint request for configuring the complaint request for receiving user terminal and sending
Part information, the corresponding waybill of identity information and the corresponding operation history of identity information；
Determination unit determines information to be feedback according to identity information, the corresponding waybill of identity information for configuring；
Adjustment unit is treated feedback information according to the corresponding operation history of identity information for configuration and is adjusted；
Feedback unit, for configuring the complainant that feedback information adjusted is sent to user terminal.
Change on a kind of line provided in an embodiment of the present invention and complain device, further includes:
Operation history recognition unit, for the operation history according to subscriber identity information；
Problem tag determination unit determines the complaint problem label of preset quantity for the operation history according to user terminal；
Problem tag feedback unit, for by the complaint problem tag feedback of preset quantity to user terminal.
Change on line provided in an embodiment of the present invention and complain device, problem tag determination unit such as Fig. 8, comprising:
Degree of correlation determination unit, for determining operation history and complaining the degree of correlation of problem label；
Problem label selection unit, for choosing and the complaint of the highest preset quantity of the operation history degree of correlation of user terminal
Problem label.
Another embodiment of the present invention provides line on change complain device, as shown in Figure 9, comprising:
Complaint request transmission unit, for sending complaint request, complaint request includes the identity information of user terminal；
Feedback information receiving unit, for receiving the feedback information determined according to complaint request, wherein feedback information is served as reasons
Information to be feedback determined by the corresponding waybill of identity information, identity information, via the corresponding operation history of identity information
Identified feedback information after adjustment.
Optionally, change on line and complain device, further includes:
Problem label receiving module, for receiving the complaint problem label of preset quantity, the complaint problem mark of preset quantity
The operation history of label user terminal as corresponding to logging request is determined.
Still further aspect, the embodiment of the present invention provide a kind of equipment, and equipment includes: one or more processors；Memory,
For storing one or more programs, when one or more programs are executed by one or more processors, so that one or more
A processor executes such as the above method.
Still further aspect, the embodiment of the present invention provide a kind of computer readable storage medium for being stored with computer program,
Such as above-mentioned method is realized when the program is executed by processor.
Above description is only the preferred embodiment of the application and the explanation to institute's application technology principle.Those skilled in the art
Member is it should be appreciated that invention scope involved in the application, however it is not limited to technology made of the specific combination of above-mentioned technical characteristic
Scheme, while should also cover in the case where not departing from the inventive concept, it is carried out by above-mentioned technical characteristic or its equivalent feature
Any combination and the other technical solutions formed.Such as features described above has similar function with (but being not limited to) disclosed herein
Can technical characteristic replaced mutually and the technical solution that is formed.
Claims (15)
1. changing complaining method on a kind of line characterized by comprising
The complaint request that user terminal is sent is received, identifies that the identity information of the user terminal, identity are believed according to the complaint request
Cease corresponding waybill and the corresponding operation history of identity information；
Information to be feedback is determined according to the identity information, the corresponding waybill of identity information；
The information to be feedback is adjusted according to the corresponding operation history of the identity information；
The feedback information adjusted is sent to the complainant of user terminal.
2. changing complaining method on a kind of line according to claim 1, which is characterized in that the complaint request, including it is following
It is one or more:
Part complaint request is urged, part complaint request is looked for, express mail damage complaint request, does not receive express mail complaint request, settling a claim to complain and ask
It asks, complaint request of making out an invoice, attitude complaint request, charge complaint request.
3. changing complaining method on a kind of line according to claim 1, which is characterized in that in the complaint for receiving user terminal transmission
Before request, further includes:
The operation history of the user terminal is identified according to the identity information；
Operation history according to the user end determines the complaint problem label of preset quantity；
By the complaint problem tag feedback of the preset quantity to user terminal.
4. changing complaining method on a kind of line according to claim 3, which is characterized in that the behaviour according to the user end
Make history, determine the complaint problem label of preset quantity, comprising:
It determines operation history and complains the degree of correlation of problem label；
Choose the complaint problem label with the highest preset quantity of the operation history degree of correlation of the user terminal.
5. changing complaining method on a kind of line according to claim 2, which is characterized in that
If obtaining user credit information and Claims Resolution information when the complaint request is Claims Resolution, according to the user credit information and
Information of settling a claim, which determines, compensates process.
6. changing complaining method on a kind of line according to claim 5, which is characterized in that it is described according to user credit information and
Information of settling a claim, which determines, compensates process, comprising:
Verify whether the corresponding waybill of the identity information meets Claims Resolution condition, if so, to described in Logistic Unit transmission
The Claims Resolution task of identity information；
The Claims Resolution processing progress that Logistic Unit corresponds to the Claims Resolution task is received, the Claims Resolution processing progress is determined as feeding back
Information.
7. changing complaining method on a kind of line characterized by comprising
Complaint request is sent, the complaint request includes the identity information of user terminal；
The feedback information determined according to the complaint request is received, wherein the feedback information is by the identity information, identity
Information to be feedback determined by the corresponding waybill of information, determined by after the corresponding operation history adjustment of identity information
Feedback information.
8. changing complaining method on a kind of line according to claim 7, which is characterized in that before sending complaint request, also
Include:
The complaint problem label of preset quantity is received, the complaint problem label of the preset quantity is believed by corresponding user identity
The operation history of breath is determined.
9. changing complaining method on a kind of line according to claim 8, which is characterized in that the complaint problem label of preset quantity
The operation history of the user terminal as corresponding to logging request is determined, comprising:
It determines operation history and complains the degree of correlation of problem label；
Choose the complaint problem label with the highest preset quantity of the operation history degree of correlation of user terminal corresponding to logging request.
10. changing complaining method on a kind of line according to claim 9, which is characterized in that
If the complaint request is Claims Resolution, Claims Resolution processing progress is received, the Claims Resolution processing progress corresponds to for Logistic Unit
The Claims Resolution processing progress of Claims Resolution task；The Claims Resolution task is whether to meet Claims Resolution according to the credit information and Claims Resolution information of user
Condition is determined.
11. changing on a kind of line and complaining device characterized by comprising
Recognition unit identifies the user terminal according to the complaint request for configuring the complaint request for receiving user terminal and sending
Identity information, the corresponding waybill of identity information and the corresponding operation history of identity information；
Determination unit determines information to be feedback according to the identity information, the corresponding waybill of identity information for configuring；
Adjustment unit is adjusted the information to be feedback according to the corresponding operation history of the identity information for configuring；
Feedback unit, for configuring the complainant that the feedback information adjusted is sent to user terminal.
12. changing on a kind of line according to claim 11 and complaining device, which is characterized in that further include:
Operation history recognition unit, for the operation history according to the subscriber identity information；
Problem tag determination unit determines the complaint problem label of preset quantity for operation history according to the user end；
Problem tag feedback unit, for by the complaint problem tag feedback of the preset quantity to user terminal.
13. changing on a kind of line according to claim 12 and complaining device, which is characterized in that described problem label determines single
Member, comprising:
Degree of correlation determination unit, for determining operation history and complaining the degree of correlation of problem label；
Problem label selection unit, for choosing and the complaint of the highest preset quantity of the operation history degree of correlation of the user terminal
Problem label.
14. changing on a kind of line and complaining device characterized by comprising
Complaint request transmission unit, for sending complaint request, the complaint request includes the identity information of user terminal；
Feedback information receiving unit, for receiving the feedback information determined according to the complaint request, wherein the feedback information
It is corresponding via identity information for the information to be feedback determined by the identity information, the corresponding waybill of identity information
Identified feedback information after operation history adjustment.
15. changing on a kind of line according to claim 14 and complaining device, which is characterized in that further include:
Problem label receiving module, for receiving the complaint problem label of preset quantity, the complaint problem mark of the preset quantity
The operation history of label user terminal as corresponding to logging request is determined.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811520768.6A CN109784938A (en) | 2018-12-12 | 2018-12-12 | Change complaining method and device on line |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811520768.6A CN109784938A (en) | 2018-12-12 | 2018-12-12 | Change complaining method and device on line |
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| CN109784938A true CN109784938A (en) | 2019-05-21 |
Family
ID=66495804
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| CN201811520768.6A Pending CN109784938A (en) | 2018-12-12 | 2018-12-12 | Change complaining method and device on line |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN110378712A (en) * | 2019-07-26 | 2019-10-25 | 上海秒针网络科技有限公司 | A kind of complaint handling method and device |
| CN110570208A (en) * | 2019-07-29 | 2019-12-13 | 阿里巴巴集团控股有限公司 | Complaint preprocessing method and device |
| CN111027984A (en) * | 2019-11-20 | 2020-04-17 | 上海携程国际旅行社有限公司 | Business order processing method and system, electronic equipment and computer storage medium |
| CN111695360A (en) * | 2020-06-15 | 2020-09-22 | 深圳追一科技有限公司 | Semantic analysis method and device, electronic equipment and storage medium |
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| CN111027984A (en) * | 2019-11-20 | 2020-04-17 | 上海携程国际旅行社有限公司 | Business order processing method and system, electronic equipment and computer storage medium |
| CN111027984B (en) * | 2019-11-20 | 2023-08-04 | 上海携程国际旅行社有限公司 | Service order processing method, system, electronic equipment and computer storage medium |
| CN111695360A (en) * | 2020-06-15 | 2020-09-22 | 深圳追一科技有限公司 | Semantic analysis method and device, electronic equipment and storage medium |
| CN111695360B (en) * | 2020-06-15 | 2023-10-27 | 深圳追一科技有限公司 | Semantic analysis method, semantic analysis device, electronic equipment and storage medium |
| CN112053087A (en) * | 2020-09-22 | 2020-12-08 | 北京嘀嘀无限科技发展有限公司 | Complaint work order processing method, device, equipment and storage medium |
| CN112053087B (en) * | 2020-09-22 | 2024-04-26 | 北京嘀嘀无限科技发展有限公司 | Complaint work order processing method, device, equipment and storage medium |
| CN115170153A (en) * | 2022-06-10 | 2022-10-11 | 天翼爱音乐文化科技有限公司 | Multi-dimensional attribute-based work order processing method and device and storage medium |
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